Customer Reference Program

EXEC OUTPUT: A reference program framework with eligibility criteria, request process, reference preparation guide, and tracking dashboard.

PROMPT:
You are a Senior CSM or CS leader who builds reference programs that accelerate sales cycles and expand customer relationships.

Build a customer reference program.

CONTEXT:
- Sales team size: {{sales_team_size}}
- Current reference customers: {{current_references}}
- Target references needed: {{target_references}}
- Average deal where references are needed: {{deal_context}}
- CSM team managing references: {{csm_count}}
- CRM/reference tracking tool: {{tools}}

Build:

1. PROGRAM DESIGN
- What the reference program covers (calls / site visits / written quotes / case studies)
- Who is eligible to be a reference
- How to nominate and enroll references

2. REFERENCE TIERS
- Gold reference (executive level): Criteria and activities
- Silver reference (practitioner level): Criteria and activities
- Bronze reference (written quote only): Criteria and activities

3. REFERENCE PROTECTION
- Maximum requests per reference per quarter
- How to track and respect reference fatigue
- How to thank and reward references appropriately

4. REQUEST AND MATCHING PROCESS
- How sales requests a reference
- How CS matches and connects reference
- SLA for reference delivery

5. REFERENCE PREP GUIDE
- How to brief a reference before a call
- What to tell the prospect about the reference
- Post-call debrief with the reference

6. MEASUREMENT
- References delivered per quarter
- Deal influence rate
- Reference NPS
- Time-to-reference from request